Resolved Casumo verification ongoing for 35 days, 43k euro being held

[Obcd188]

I opened an account with Casumo, deposited over 1 thousand euros and won just over 43 thousand playing blackjack. I withdrew the funds hoping they would be in my account within the week. When I went to log in the next day my account was showing as suspended. They have since cancelled my withdrawal with funds held hostage. All requested documentation has been uploaded. Proof of income, bank statements showing payment by my employer, bank statements showing deposits to Casumo, passport ID and photo of myself to verify, picture of front and back of bank card used to deposit and most recent payslip from employer. All original PDFs from bank and employer. I have been on with their support and they can't give a reason as to why my account is still suspended, just copy and paste responses saying "it's with the relevant team"...for 35 days now! They are non responsive to my emails now to *snip* with no response since the 20th of April.

 

[Webzcas]

Tagging in the rep @Casumo Casino so as they are aware of this thread.

 

[Reelsoffun]

They are going through all your blackjack play with a fine tooth comb looking for a way to avoid paying you as usual these days.

 

[newton0038]

They are going through all your blackjack play with a fine tooth comb looking for a way to avoid paying you as usual these days.

This

 

[Obcd188]

No idea how this is legal. 35 days with the same answer. Bot conversions "its with the relevant team" so easy to take your money but nightmareville to pay out. I've even had to email a solicitor. They can't even give me an explanation now. Going on 7 weeks...

 

[Obcd188]

Sorry 36 days now....

 

[maxd]

@Obcd188 , yesterday you created a PAB on this issue, today you're posting about it (again) on the forums. This is a violation of the Player Arbitration Policies and Procedures .

Please state whether you wish to continue posting here -- in which case your PAB will be cancelled -- or you'd prefer to have us proceed with your PAB in which case you must stop posting about this until our PAB work is done.

Regards,
Max Drayman
Player Arbitration (PAB) Manager, Casinomeister.com

 

[Obcd188]

I'll stop posting. Sorry but the stress this has caused me. 36 days!

Apologies

 

[Obcd188]

Also thank you for the help. Much love

 

[Minxxx]

Does a P.A.B really go on for this long ? ?

 

[maxd]

In this particular case no, that case was resolved May 15th. In general though yes, a PAB can go on for months and months if the casino people drag it out, the OP is not responsive, large payments over an extended time are involved, an in-depth investigation is required such as with game faults or suchlike, changes in management, etc etc. This is explained in the Player Arbitration Policies and Procedures which apparently you still haven't read.

- Max

 

[Minxxx]

Yes I've very well red them but it may helped or even prevented me making Such comment if I could of seen any indication where this was sorted on 15/05 Given the PAB was made in April and getting delt to in May, that's definitely a good turn around time for that kind of issue.

In my defence In my head I wrote the comment thinking the PAB was made in April 26/04 but still ongoing til today 19/06.

But again thanks for trying to make an example out of me.

 

[maxd]

Yes, the thread should have been updated. That said the "how long can a PAB go on for?" question is addressed in the PAB. You've had issues with not reading the PAB Rules several times already so I'm afraid you're making an example of yourself by asking questions or being "unaware" of things clearly spelled out in the Rules.

As to this particular case Casumo never did provide an explanation as to why the delays in the player's payment but that's not unusual. Casumo does things their own way and when it comes to KYC and SOW issues they are exceptionally cautious and thorough, meaning slow (sometimes). All we know for certain is the player wasn't getting anywhere with them, we submitted the PAB to them, they told us they couldn't say anything without written permission from the player and then BING! the next day the player reported that they'd been paid.

- Max

 

[Minxxx]

Well good too see its been updated ok well I've red all that is required I was more or less seeking clarification on this particular PAB which still looked ongoing that was all.

Yeah Casumo .. how ironic they happen to be a whitehat gaming casino JUST like Playzee. nothing a whitehat gaming casino can or cant do will surprise me anymore. But happy for the OP though

 

[The Dude]

Well good too see its been updated ok well I've red all that is required I was more or less seeking clarification on this particular PAB which still looked ongoing that was all.

Yeah Casumo .. how ironic they happen to be a whitehat gaming casino JUST like Playzee. nothing a whitehat gaming casino can or cant do will surprise me anymore. But happy for the OP though

Actually, Casumo is a stand alone casino. Nothing to do with Playzee, and not part of any white label affiliation.

 

[Minxxx]

L

Well good too see its been updated ok well I've red all that is required I was more or less seeking clarification on this particular PAB which still looked ongoing that was all.

Yeah Casumo .. how ironic they happen to be a whitehat gaming casino JUST like Playzee. nothing a whitehat gaming casino can or cant do will surprise me anymore. But happy for the OP though

casimba it was I was thinking of being affiliated with white hat gaming not casumo.
My bad. ?